references & examples

References and examples of assignments

Jean-Louis CABROLIER

[email protected]

+33 6 07 45 92 51

jean-louis-cabrolier.com

é References

Context

The IT Outsourcing division of THALES is based on fiveservice centers, each one with its own set of processes.Four service centers are ISO 20000 certified .

The management of THALES ITO has launched an initiativeto share common processes between all the servicecenters, and to implement integrated and smoothfunctioning through the division.

The ultimate goal for THALES ITO is an ISO 20000certification for the division.

Assignment: IT Service Management Consulting :Transformation of Service Centers with a goalof ISO 20000 certification:

The assignment covers :

Process Diagnosis

Orientations for process improvement and harmonization

Plan of actions for all the services centers

Description of the target organization

THALES IT OUTSOURCING: IT Processes in Service Centers

3 Jean-Louis CABROLIER – References & Examples of assignments

Context

The IT management organization of THALES is based onfive regions in the world, each one with its own ITmanagement, its own hardware and software standards,and its own set of IT processes and associated tools.

The IT Corporate management has launched an initiativeto define a common workstation with its technicalenvironment to be implemented everywhere in thegroup.

The nature of this transformation, the scale of the projectimpose to launch a programme with appropriateorganization, governance and methodology.

The corporate IT management asked for an interimProgramme Manager to identify the programme, definethe appropriate methodology and organization, evaluatethe budget and the benefits.

Assignment: Interim Programme ManagementPC homogenization - Workstations andinfrastructure.


Definition of a methodology framework

Programme identification

Programme structure and organization

Assessment of resources

Impact on infrastructure, IT services and other programmesand projects

Transfer of the management of the Programme to aninternal ProgrammeManager

THALES GLOBAL SERVICES: Programme Management


Context

Vallourec is a world leader in premium tubular solutionsprimarily serving the energy markets, as well as otherindustrial applications, with 22,000 employees, integratedmanufacturing facilities and a presence in more than 20countries.

The IT management organization of VALLOUREC is basedon six regions in the world, each one with its own ITmanagement, its own set of software, and its own set ofIT processes and associated tools. The Corporate ITmanagement is in charge of building common solutionswhich are implemented by each region.

The IT Corporate management has launched an initiativeto define a common set of processes for changemanagement addressing workstation software: ChangeManagement, Configuration Management. Theimplementation of these processes is coupled with theimplementation of a common Service Catalog for allworkstation software.

Assignment: Project ManagementProcess design and implementation

The assignment has four constituents:

1. Diagnosis of the processes and the organization:understanding current technical, human, financial andorganizational situation. This diagnosis covers ChangeManagement and Configuration Management for all theregions.

2. Definition of the solution to build: target for each process,target organization, changes to be introduced, projectorganization, mobilization of the management.

3. Deployment of the processes and implementation of acommon Service Catalog

4. Project Management.

VALLOUREC: IT Processes harmonization & deployment


SANOFI needed to drastically reduce the costs of IT byrationalizing IT operations and concentrating the datacenters. For these reasons, SANOFI has engaged aworldwide project aiming to design and implement aunique set of IT processes in all sites in the world, basedon a unique ITSM toolset.

Due to strong time constraints, the Senior IT managementhas wanted to get an audit of the project and give theappropriate orientations to the project, in order to ensurethe success of the project, both in terms of quality of theoutcomes and in terms of timeline.

Assignment: Project audit - Orientations – Project Plan


Audit of a Worldwide ITSM Project, aiming to harmonize theITSM processes and tools for all the business entities withinthe group, based on ITIL V3 practices, internal goodpractices and BMC ITSM tools

Audit of project management, project status, specifiedsolution and current situation regarding processes and tools

Promotion of acquired internal best practices and toolsetsolutions

Analysis of strategic IT/IS orientations

Development of scenarios at strategic and operational levelsand related roadmaps for the project, including contents ofthe ITSM solution, sequence of implementation of theprocesses and deployment strategy

Assessment of the resources.

SANOFI: Project Audit - ITSM Processes harmonization


Context

CHOREGIE is an organization in charge of IT/IS for publichealth insurance organizations: MGEN, MFP and LMDE.

The organization CHOREGIE comes from the merge ofthree organizations in charge of IT/IS for each of the threeorganizations MGEN, MFP and LMDE. Each IT Departmenthas its own set of processes and procedures with differentmaturity levels.

The objective was to rationalize these processes, bybuilding a unique and shared set of efficient processesand procedures covering Change Management,Configuration Management and Release Management,addressing all changes for all applications, includingpackage software and specific applications.

Assignment: Harmonization and improvement ofIT processes – Design and implementationProject Management


Transformation of IT processes and organization

Diagnosis and reengineering of IT processes: ChangeManagement and Release Management regarding release ofall the applications

Project management

Process Design

Process deployment

Process management

Management of change.

CHOREGIE / MGEN: IT Process improvement

and harmonization


Context

EXPERIAN FRANCE develops activities in three domains:

· BPO (Business Process Outsourcing): Documentsprocessing, dematerialization, cheques processing

· Information Services: processing of information flowsfor public services and controlled professions

· Services related to cards: banking cards, accreditivecards, mobile telephony

Upstream of an operation covering transfer and split ofits activities, the management of EXPERIAN FRANCEwanted to call for an external and independent expertiseto establish a diagnosis of the processes and theorganization of its IT Operations Department, analyze thepertinence of its billing units and the positioning of itsprices in comparison with the market prices, and lead thetransformation of the IT Department.

Assignment: Diagnosis - Organization and IT processes –Benchmark – Project plan

The assignment has three constituents:

1. Diagnosis of the processes and the organization:understanding current technical, human, financial andorganizational situation.

2. Definition of the solution to build: target for each process,target organization, changes to be introduced, projectorganization, mobilization of the management.

3. Analysis of the billing units, analysis of the price list againstthe market prices, recommendations for improvement ofthe processes.

EXPERIAN: Organization and IT processes


Context

Systalians is a Groupement d'Intérêt Economique (GIE), asubsidiary of REUNICA in charge of Information Systemdevelopment, Operations and Services of REUNICA, agroup specialized in pensions and health insurance.Systalians is positioned as a specialist of InformationSystems in the field of pension business.

Systalians has implemented a global quality approach,and the implementation of ITIL processes as well. Thesenior management has engaged a project aiming to getthe ISO 20000 certification .

The management of Systalians has wanted to call for anexternal expertise to:

· establish a diagnosis of the existing situation andthe process maturity,

· measure the gap against the requirements of the normISO 20000

· establish a project plan for the improvement of theservices delivery with the aim of getting the certification.

Assignment: ISO 20000 - Diagnosis - Project plan

The ISO 20000 certification testify for the compliance of the ITservices of a company with the requirements of the norm.This presuppose a good maturity level of the IT processesbased on a framework like ITIL, but also the establishment ofa quality management system.

The assignment has three constituents:

1. Assessment of the compliance of the Quality Plan, thepractices and the processes with the requirements of thenorm ISO 20000: identification of the gap andrecommendations for improvement.

2. Diagnosis of the existing processes, identification ofstrong points and weaknesses, description of the targetsituation, identification of the improvement to bring upand the related benefits for the business.

3. Framing of the project, establishment of theimplementation scenario, assessment of the internal andexternal resources.

REUNICA / SYSTALIANS: ISO 20000 Project

Jean-Louis CABROLIER – References & Examples of assignments9

Context

Mercedes-Benz has a subsidiary in France in charge offinancial services for enterprises and individuals, as well asdelivery of packaged services including financial services,insurance and maintenance of vehicles.

The IT Department provide software distribution withinthe commercial network of Mercedes-Benz France, as wellas application support.

Different services are outsourced: servers administration,operations, service desk, local support to users atheadquarters and travelling commercial managers.

Assignment: Support to outsourcing


Running and operational monitoring of outsourced services

Operational monitoring of installation, operations andsupport procedures

Improvement of support processes, operation and releasemanagement processes

Improvement of sourcing practices.

Mercedes-Benz: AMOA Outsourcing


Context

Ex@Prod is a Groupement d'Intérêt Economique (GIE),subsidiary of Crédit Agricole Group, in charge of acquiringinfrastructure items(Mainframe, Central Servers,Distributed Servers , Phoning Servers, Electronic banking,Networks) and also acquiring, implementing andmaintaining basic software (Operating systems, Networks,Electronic banking systems, Security).

The GIE Ex@Prod is in charge of integration and release ofbanking IS solutions and Finance and HR IS solutions aswell.

In a context of client/supplier relationship, betweenregional branches and Ex@Prod, the GIE has launched aProject of Excellence including the implementation of ITILpractices.

One of the priorities defined for this assignment was tobring in an emergency mode an answer to a need ofreliability regarding change management, major incidentswith high impact business having appeared due touncontrolled changes.

Assignment: Implementation of ITIL practicesProcess monitoring

Consulting

Defining priorities in implementation of ITIL processes

Defining the target organization

Information system and associated tools to implement(process support and management, CMDB)

Management of change

Project management

Development of the project plan

Risks management.

Process implementation

Implementation and monitoring of the Change Managementprocess. Training and support for the implementation ofIncident Management and ProblemManagement processes.

Crédit Agricole: Implementation of ITIL practices


Context

The different subsidiaries of the BOUYGUES Group in thebuilding trade share the resources - technical and humanresources – through a subsidiary (STRUCTIS)

The servers managed by STRUCTIS are distributedamong:

· the headquarters of the group

· the commercial branches

· the construction sites

Local supports are implemented in the different regionsand STRUCTIS has implemented and outsourced centralusers support.

STRUCTIS has launch improvement of quality of service,the reengineering of existing processes as ChangeManagement, Incident Management, as well asimplementation of new processes as ProblemManagement and ConfigurationManagement

Assignment: ITIL ProcessesProcess implementation and monitoring


Monitoring of Change Management and IncidentManagement processes

Establishing a global plan for IT Processes reengineering,based on ITIL framework, and a plan for implementation ofassociated tools, including the federated CMDB

Designing the Incident Management, Problem Managementand ConfigurationManagement processes

Defining the developments to bring to existing tools

Support the implementation of the Incident Managementand ProblemManagement processes.

BOUYGUES CONSTRUCTION: ITIL processes


Context

CENTELION is a subsidiary of SANOFI, a Biotechnologiescompany specifically dedicated to the development oftherapies targeting the blood vessels, from R&D to theproduction of medicines.

The strategic objective of the management of CENTELIONis to separate technical infrastructure of CENTELION fromthe infrastructure of the SANOFI-AVENTIS group, and toappeal IT outsourcing to manage the infrastructure andIT operations.

IT / IS security is a major issue, regarding the activity ofCENTELION.

Assignment: Separation of infrastructuresImplementation of IT outsourcing


Audit of information System

Definition of requirements regarding the infrastructure

Search and selection of servers vendors

Search and selection of servers vendors of IT security andoperations services

Management of the project covering the separation ofservers and networks infrastructures, and the deploymentof workstations as well

- Implementation of IT services

- Organization of the IT department of CENTELION

CENTELION: Separation of infrastructures and outsourcing


Context

SAFT is the worldwide leader manufacturer of cadmium-nickel batteries for industrial applications and lithiumbatteries for a wide range of markets.

The company is also the European Hi Tech leader inspecialized technologies in space and defense domains.

With about 5 000 employees in the world, SAFT is presentin 17 countries.

Three orientations were defined for the evolution ofIT and IS :

· Homogenizing the Information System around commonsolutions

· Implementing CRM and monitoring tools

· Rationalizing the technical infrastructure

· Optimizing the quality of service and running costs.

SAFT management called for a transition CIO in a periodpreceding the sale of the enterprise.

Assignment: Interim CIO - 2 yearsTransformation Programme Management

There are two major parts in this assignment:

1. Works on IT & IS

Information System audit

IS and projects audit, management of the IT/IS Roadmap

IS urbanization Implementation of a common ERPsolution

Rationalization of the infrastructure and the services

Outsourcing of IT services.

2. Works on the IT Department

Implementation of the IT governance (CobiT framework)

Reduction of the costs of IT services and applicationsdevelopment and integration

Definition and implementation of the organization of theIT Department.

SAFT: Transition CIO

Jean-Louis CABROLIER – References & Examples of assignments

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Contact

Jean-Louis CABROLIER

[email protected]

GSM: +33 6 07 45 92 51

www.cabrolier.com

Contact
